If a Customer is Rude, Abusive, Mean, Or Disturbed,?

Question

to an employee, does the employee have a right to walk away or excuse themselves from the situation and (pretend faint) go to the restroom, if employee is shaken up? Or should they call security if it's really bad, or manager?

If employee fainted, do you think the customer would rant on and on or feel compassion and stop? Your thoughts, please?

By extreme what do you mean?

What if it's ultra busy and security and management take a long time to come?

Answer 1

You have every right to walk away.....page a manager first of course.

Answer 2

It's always been tough working with the general public. It has gotten progressively worse over the years. I empathize and sympathize. Don't take it personal. It's not about you. It's about them. Always remember it. Take control - I apologize for not having the answer and I will get the answer or have someone else help you. -- Get a manager - ask someone you think may know. Network with other employees and managers - pick their brains. Ask questions. Think proactive. This will make your job easier. It will also make you more professional. Treat these completely ridiculous customers with kid gloves. Show some empathy and kindness. Don't patronize but just diffuse the situation by taking charge. Asking them a question - what is it that you are looking for - if they can't tell you then you could say - you could ask them some more questions - that may help them to pinpoint what they need/want or make them realize that something else is the problem. Customers that are rude and abrasive - the more you try to help - the more aggressive they become - always refer right away to a manager. Sometimes and very carefully - humor can diffuse a situation. You really have to know when to use it and when to not use it. It can make an already tense situation worse but sometimes it can be exactly what is needed. I've had customers tell me what my job is or should be. I can't say that I disagreed but I didn't have the authority. This is when you refer to management or someone higher up than you. Unless you can handle it - oh well - you didn't know - go seek out the answer. What else can you do?

Answer 3

To pretend to faint shows a lack of maturity even though fussy customers can be scary. In general all you can do is apologize, offer to make the situation right or get the manager. If a person is being beligerant towards someone who acts intimidated it usually gives them strength to carry on and/or get worse. It's easy to pick on someone weaker. Try not to let it show that you are frightened or uncomfortable, ask what you can do to make this haings right, and again, get the boss. This has happened to me a few times over the years and I know how uncomfortable it is but there is good news. If the customer cannot be reasoned with, and you have done everything you can to diffuse the situation, and the manager still hasn't come, you can just say something like this: "I'm sorry you feel that way and apologize for your inconvenience. But I have offered to make the situation right for you and there's nothing else I can do. The manager will be with you shortly. Now, if you'll excuse me..." Then just walk away. Don't get ugly back because that can cause trouble with your job but you don't have to just stand there and take the abuse. A friend of mine works in a customer service position where she handles complaints. Their company policy is that they do not have to toloerate abusive behavior. Whenever she gets someone nasty she tries to calm them down. If that doesn't work, she just politely suggests that the customer call back when he/she has calmed down enough to be civil and speak to her like a human being. You should probably pose this same question to the manager where you work and find out what your store policy is on abusive customers. Most companies will not allow it.

Answer 4

I worked in retail for many many years. I have had several customers that have been all the things you mentioned. I had a manager once stand up for me and told the customer that her business was no longer welcome at the store. I had a customer actually hit me once when I was a manager, I called the head of mall security who had a crush on my co-manager and would have done anything to help me out, they escorted her from the mall property and banned her from returning, told her she would be arrested if she set one foot even in the parking lot. I think shoppers need to realize they cannot abuse the people who work in the stores. If they do, they will have consequences for their actions. I think pretending to faint is lame, the employee needs to stand up for themselves and get anyone involved that they need to in order to resolve the situation. I also think it should be a federal requirement that every U.S. citizen should serve 6 months of their life working in the service industry, IE fast food, retail, restaurant wait staff, etc, and a portion of that 6 months needs to be during a holiday season. I think more people would have much more respect for what others do and think more carefully before they mistreat any employee.

Answer 5

I'm sure if the customer is being extremely rude, a manager or security guard will come to take care of it. Other than that, pretend fainting would be a little extreme.

Answer 6

You should never fake a physical problem. Fainting or blacking out is a serious condition in which emergency attention is required. Call a manager or security if an unruly customer gets out of hand.

Answer 7

I think the employee has to get the manager to handle the situation, if the customer is really rude then security should handle it.

Answer 8

I worked in retail for a long time. You have to ask yourself why the customer is angry or abusive. If it is your fault then get them out of there as fast as possible. If they treat you unfairly for no reason ask them if there is something you did to upset them. If they are simply rude for the sake of being rude tell them that you are not going to allow them to treat you that way and if they continue they will have to wait for a manager to assist them (this may be necessary also if you are unable to help them yourself). It doesn't matter how long it takes for the manager to arrive.. if they are treating you badly for no reason then they deserve to wait. This has always worked for me. Normally people are seemingly pissed off for no reason, but usually it is because they have received service that they felt was inadequate or treated unfairly by another employee. You just have to ask.

Answer 9

i work in hospitality and we get this all the time.... we will generally smile and try to listen with empathy. if the customer gets even more loud and beligerant (often happens) and you feel threatened - politely tell them that unfortunately, while you can't help their situation you will get the manager. breifly explain and then, we've had times where we'd called security just to be standing by. while yes the customer is "always right" in the service industry - sometimes they are scary and do NOT need to treat people in a cruel threatening manner.

Answer 10

I worked in retail for 21 years, and a few times no matter what I did someone would get mad. I was assistant manager. Usually I would sympathize with them and that would calm them down. I would just let them vent and pretend to be listening. If you aren't in charge always call the manager.

Answer 11

The employee should call a manager to the situation, they do have a right to exuse themselves. pretend fainting is a little excessive.